Manager, IT Operations and Service Delivery

Salary: $120,000 + 5% bonus 

Location: 3 days in Sarasota, FL office, 2 days remote

Snapshot/Environment:
Team Size: 3 Service Desk Analysts, 1 Service Desk Lead, 1 IAM Analyst
# of Users: 900 in over 50 locations
# of tickets/month: 1,200

MUST HAVES:
ITIL Certification (at least Foundation level)
Previous experience as a Service Desk/ITSM Manager

Job Summary: 
Hiring a hands-on Sr. Manager of IT Support & Endpoint Operations. This role will deliver end-user technology services across Microsoft 365 device management, ITSM, IAM and vendor operations.

Cloud-First environment, own ITSM platform effectiveness, endpoint deployment (Autopilot, Intune), and lead IT support team

Key Responsibilities:

• Lead, mentor, and develop team members, fostering a collaborative and high-performance culture. Provide guidance, training, and KPI evaluations to team members.
• Serve as the primary point of escalation for customers
• Lead and manage the service desk to provide exceptional technical support and customer care. Ensure timely resolution of incidents and service requests, and continuously improve service desk processes.

• Oversee IAM processes. Collaborate with cybersecurity teams to enforce access policies and maintain data integrity.
• Manage IT Asset Management
• Lead the design, implementation, and continuous improvement of ITIL processes. Oversee ITSM platform management and ensure the effective use of the CMDB to maintain accurate and up-to-date information about the IT environment.
• End User Device Imaging & Deployment
• Vendor Management

• Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree is a plus.
• 5+ years of experience in IT operations or service delivery management
• 5+ years of hands-on experience with Microsoft systems engineering, particularly in endpoint management and M365 support.
• 3+ years of direct people management experience, leading cross-functional IT support teams in mid to large healthcare centric organizations

• Strong knowledge of Microsoft 365 administration at the user and device level (e.g., Intune, AutoPilot, Outlook, Teams, OneDrive, SharePoint) and working familiarity with tenant-level governance in coordination with cloud engineering teams.
• PowerShell or other scripting languages for task automation and endpoint configuration.
• Entra ID, Conditional Access, Access Reviews
• Azure Virtual Desktop, Citrix, or VMWare Horizon as it relates to endpoint support
• ITSM & Governance knowledge & experience